Quotations are hereby invited for the following: Provision of a Hosted Contact Center Solution at Rand Water for a Duration of Twelve (12) Months. Scope: 1. Provide a hosted Contact Center solution; 2. Provide Email integration for Microsoft 365 mailbox accounts on the OSCC; 3. Provide customizable and flexible Call Center routing flows with announcements and IVR options; 4. Provide a detailed and measurable reporting on queues and agents; 5. Provide recording for telephone extensions; 6. Provide agent tools to increase efficiency and productivity; 7. Provide security to ensure data protection; 8. Provide soft clients on agents" devices; 9. Provide the ability for agents to work from anywhere at any time to increase productivity; 10. Provide skill transfer/Training for agents; 11. Provide quality of service (QOS) on connectivity; 12. Provide access to reporting dashboards on the link uptime and Utilization; 13. Provide ability to customize reports; 14. Provide an Omnichannel, multichannel and Call Center dashboard Support. (Offerte №105954522it)